Post by shiyabul on Aug 20, 2024 0:59:04 GMT -5
But we can all agree that it wasn’t ideal. Issues arising from the existing knowledge base (KB) included limited access to information and difficulty locating the correct information quickly. These challenges cost our agents valuable time, impacting their productivity and efficiency. To add fuel to the fire, when the team lead, who regularly updated and sent out these OneNote files, took another job, we soon realized that the files were now read-only and could not be updated.
This created a significant gap in our operations and led me to https://lastdatabase.com/ search for viable alternatives to fill this void. WITH A WELL-MAINTAINED SYSTEM, AGENTS, CUSTOMERS, AND YES CHATBOTS CAN FIND THE ANSWERS THEY NEED QUICKLY AND ACCURATELY. In the meantime, I created a physical repository of frequently used quick reference guides (QRGs), job aids, and frequently asked questions (FAQs).
Additionally, we encouraged agents to use the call center chat room for questions that could be quickly and easily answered. This resulted in a significant decrease in foot traffic, as agents had the information they needed on-hand and one-off questions could be addressed in the chat. When things were starting to look up, the pandemic threw a wrench into our process, forcing us to move our agents to a work-from-home (WFH) environment.